T&C and FAQs

Providing excellent customer service is one of Hanlyn Collectives top priorities. Our goal is to over deliver on every promise made, leaving our customers delighted with the customer service they have received.

If you have any concerns or issues, please reach out at: customercare@hanlyncollective.com and a member of our support team will get back to you immediately.  

Before you buy….

Kindly read through each item description carefully- we have listed all the details you need to review. Our measurement guide is there to help with ordering the correct size for your little. If you need any assistance, reach out and we are happy to help.

What is the cost of shipping?

We offer FREE SHIPPING on all orders within the USA* over $25 ($5 flat rate on anything under $25). We offer flat rate shipping within Canada* of $10, free shipping over $75 CAD. You will receive an email with the tracking information once your package has been shipped. **Once orders leave our warehouse, we are not responsible for lost or stolen packages. Please contact the carrier directly. Please note- we may not accept all PO Boxes, if there is an issue, someone from our customer service team will connect.  If you make multiple orders and they have not yet been shipped, they may be combined into one order. No shipping refund will be given if this occurs. 

*Some areas in Canada and the US are not applicable for free shipping- The Yukon, Northwest Territories, Nunavut, Alaska and Hawaii*

Do you offer Letter mail within Canada?

Unfortunately we do not offer letter mail as an option, we need to have tracking and this isn't possible with letter mail. Sorry.

 

Where do you ship the product from?

We ship from both Canada and the USA therefore, no extra taxes/duties will apply. We ship within 4-5 business days from the order being placed, worldwide, Monday to Friday! You may experience a small delay during holidays, restocks, sales, and new launches. 

Pre-Order Shipping Times

Any of our PRE-ORDER items will be shipped in the approximate timeframe given in the description of the item. Unfortunately, these dates are not guaranteed and will not process in our normal processing window of 3-5 days. Your items will ship with the selected shipping method at checkout once the Pre-Order item has been processed within the given dates.

We value your opinion so, if you have a request for a design or any suggestions Please email us: customercare@hanlyncollective.com 

Do you accept Returns?

Hanlyn Collective will gladly accept returns for a refund on purchases made through our website www.hanlyncollective.com. If you purchased from a retailer, please contact them directly. Please review our refund policy for further information and rules. Please be aware, shipping to return an item is at the cost of the customer.

Refund Policy

We have a 30-day refund policy from the original order date. To be eligible for a refund, your item must be in the same condition that you received it, unworn or unused, with tags on, and in its original packaging. You will also need to provide proof of purchase- a photocopy/scan of the receipt.

To initiate the refund you can contact us via email at: customercare@hanlyncollective.com  

If your refund is approved, we will send you a mailing address for you to ship the materials to. Please note, you must request a refund prior to shipping, otherwise they will not be accepted. Cost to ship the return is at the expense of the customer.

Once the return has been received, we will email you confirmation and the refund process will begin on your original payment method. Please remember, it can take upwards of 10 business days for this refund to reflect onto your credit card and there can be a restocking fee of up to 10%.

Exchanges

We do not accept exchanges. If you need a different size, color, etc, please return your original order for a refund and place a new order. Please follow the refund policy to initiate this process. 

Damages

Kindly inspect your order upon receipt, if you have any issues (defective, damaged, or wrong item/size) contact us immediately (at least within 30 days of purchase). We will work on this issue urgently to rectify the situation.  

Non-Returnable Items

All sale items, items used with a discount code and Pre-Order/Sale items are FINAL sale. We do not accept any items purchased under a promotion or with a gift card for a refund. Due to Covid-19- all beanies and face covers are FINAL sale. Please note, NO discount codes will be valid for sale items.

Which payment methods are accepted?

We accept all major credit cards, PayPal and Sezzle. Credit Card payments are accepted worldwide.

Coupon Codes/Discounts

One coupon code per transaction is permitted, all coupon codes must be rendered at checkout. We will not price adjust coupons if they were not used at checkout. You are welcome to use it on your next order if still valid. Please note, no stacking codes will be permitted and if you use a discount code, this is considered a sale item and will be a final sale. 

Colour and Image Disclaimer

Every endeavour is made to represent our products as accurately as possible, by photographing in light & bright natural settings with minimal editing (e.g no filters applied) and thorough descriptions. However, actual colours may vary slightly, this is due to multiple factors such as viewing on different device screens, and if the item is placed in different environments (e.g warm indoor lighting, or darker rooms etc).

Please also note that variations in dye lots may result in slight differences in colour between batches. This is a natural part of the manufacturing process and should be expected.

Care & Wash Instructions

We are shifting our brand to LYOCELL Bamboo, however some of the older stock is still viscose. Please check the tag for confirmation. They both wash and wear the same, the only difference is the process for manufacturing, LYOCELL is much better for the environment.

Make sure to wash them on cold/gentle cycle inside out. Lay flat to dry or dry low and cool iron if needed. All information is also on the care tag instructions. 

It is common for bamboo to get pilling, to prevent this, laying flat to dry will help keep the fabric looking new. If possible, try to line dry, this will help for optimal texture and brighter lasting color.

We recommend NOT washing your Hanlyn Collective wear with other items with zippers, buttons, or hardware. Snagging may occur. 

Will the color fade on my purchases?

If washed and dried properly per our guidelines, there should not be any fading. Our garments are pre-washed and we have carefully produced each item to ensure longevity.